NICHOLAS BAIR

Wichita, KS 67207
(316) 210-5900
nwbair at gmail dot com

INFORMATION TECHNOLOGY SUPPORT TECHNICIAN

Troubleshooting / Implementation / Management Highly Motivated, self-directed, decisive IT Professional with a proven record of accomplishment in creative problem solving, technical skill, and an eye on the bottom line. Demonstrated success working in a fast paced environment, thriving under adversity, and strengthened customer relations through reliable project completion hitting all target dates. Adept at communicating technical concepts to non-technical personnel ensuring complete understanding of concepts.

• Policy Planning / Implementation
• Contingency Planning
• Cost Reductions
• Technology Integration
• Team and Project Leadership
• Regulatory Adherence

PROFESSIONAL EXPERIENCE

SOFTWARE TECH SUPPORT REP II, October, 2007 - Present CCH - Wichita, Kansas

Started as a seasonal in October of 2007 and became an FTE in June of 2008. I quickly became one of the main escalation points and handle many of the issues that seem impossible to resolve, working with upset customers, or with customers who are ready to leave CCH for a competitor. I support Tax Prep and ancillary products such as Datascan Plus, Client Manager, Engagement Plus, G/L Direct, and G/L Bridge. I've taught Dynalink, G/L Bridge, G/L Direct, and FX Direct. Cross-trained and supported Engagement for 6 months.

Selected Contributions:

• One of the main escalation points in Technical Support.
• One of the main experts for the Change Client ID utility.
• Heat Administrator
• Star Administrator
• Built the WK aCCHross America site for Susan McDiffett.

TECHNICAL SUPPORT II, December, 2002 - August, 2006 APAC CUSTOMER SERVICES - Wichita, Kansas

Excelled in fast paced, highly visible environment, independent of immediate supervision. As sole onsite IT Support for 360 desktops and 280 Avaya phones, designed and implemented desktop policies, remote management scripts, implementation of various software applications based on client requirements. Provided remote support for additional 350 seat call center and staff. Remote support consisted of phone and remote desktop support. Installed Cisco 2950, 3750, 2600 series equipment and assisted LAN/WAN in minor configurations.

Selected Contributions:

• Created and implemented downtime tracking and reduced overall IT downtime in Wichita site by 50%.
• Maintained 99.7% Service Level Agreement (SLA) from January 1, 2004 through December 31, 2004.
• Maintained 100% Service Level Agreement (SLA) from January 1, 2005 through August 11, 2006.
• Maintained company-wide center uptime of 99.78%.
• Completed new client startup of 288 Avaya 4610 VOIP phones, and configured all desktop images under extremely tight deadline using Norton Ghost and batch scripts.
• Resolved desktop connectivity issues to newly developed internal applications that could not be resolved by the Windows Administration (WA) Team. Independently worked extended shifts, making key contributions to target project objectives which ensured WA Team deadlines were met ahead of or on schedule.

NETWORK CONSULTANT, December, 2001 - December, 2002 SELF-EMPLOYED - California and Kansas

Designed and implemented network infrastructures. Planned, configured, and implemented Active Directory. Maintain and roll out all Microsoft updates. Provided phone support.

Selected Contributions:

• Windows 2000 infrastructure design and implementation for the main branch and three sub-branches of Mojave Desert Bank.
• Designed and implemented data contingency plans for five clients.

IT Support, December, 1995 - December, 2001 BAIR'S ENGRAVING & SIGNS - California City, CA

Break/Fix, maintenance, and troubleshooting of desktop machines and printers. Performed software and operating system updates. Advised on technological purchases to optimize business performance. Provided technical support via phone.

PC Technician, January, 1995 - December, 1995 EAST KERN COMPUTERS - California City, CA

Break/Fix, troubleshooting, and upgrades of software and hardware on desktop and mobile computers. Provided technical services via phone as well as make house calls for pc repair.

EDUCATION & CREDENTIALS

Bachelor of Science Degree, major in Information Technology South University, Savannah, Georgia - Currently Pursuing Degree Comptia A+ Certification Microsoft Certified Professional IKON Technology Services (2001) Courses taken:

• 2151: MS Windows 2000 Network and Operating System Essentials
• 2152: Implementing MS Windows 2000 Professional and Server
• 2153: Implementing a MS Windows 2000 Network Infrastructure
• 2010: Designing a MS Windows 2000 Migration Strategy
• 983: MS Windows NT 4.0 Accelerated Training
• Novell 560: NetWare 5.1 Administration
• A+ Certification course

SKILLS

Operating Systems

• MS-DOS
• Microsoft Windows 3.1, 95, 98
• Microsoft Windows NT4
• Microsoft Windows 2000
• Microsoft Windows 2000 Server
• Microsoft Windows XP
• Microsoft Windows 2003 Server
• Microsoft Windows Vista
• Microsoft Windows 7
• Microsoft Windows 2008 Server
• Microsoft Windows 2008 Server R1
• Microsoft Windows 2008 Server R2
• Citrix
• Terminal Server
• Linux

Productivity

• Microsoft Office 97
• Microsoft Office 2000
• Microsoft Office 2003
• Microsoft Office 2007
• Microsoft Office 2010

Development

• HTML
• PHP
• CSS
• CodeIgniter

Software

• Prosystem fx Tax
• Prosystem fx Engagement
• Prosystem fx Portal

Administrative Tools

• Dameware Utilities
• Citrix GoToAssist
• Active Directory
• Group Policy
• FrontRange Solutions Heat Service and Support (HEAT)
• Asset Insight
• eWitness
• TantaComm DartMON

Hardware

• Nortel Meridian Option 11 Phone System
• PC hardware and software troubleshooting